Telesales Representative – Customer Retention

Telesales Representative – Customer Retention [https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/5ac97b31-49cd-4012-8bb0-5caf15e33c69/B25.png] WE ARE LOOKING FOR A TELESALES REPRESENTATIVE TO JOIN OUR CUSTOMER RETENTION TEAM AS WE SCALE UP AND DRIVE DIGITAL AND FINANCIAL INCLUSION ACROSS OUR MARKETS. [https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/2c6957b4-39d2-40b3-8eb6-7e380a0c2f9c/B13.png] Role Overview As a Telesales Representative on our Customer Retention team, you'll be working with existing M-KOPA customers; people who already trust the brand; to introduce them to additional products that genuinely fit their lives. This isn't cold prospecting. It's warm, mission-driven selling where your performance directly shapes customer outcomes and company growth. [https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/5e9f3448-2fed-4b66-b1ee-9474279a7947/B13.png] ABOUT US M-KOPA is a fintech built for financial inclusion across Africa — Kenya, Uganda, Nigeria, Ghana, and South Africa. We've connected over 7 million customers to affordable smartphones, solar energy, and financial products, unlocking more than $2 billion in credit for people who largely didn't have access before. 86% of our customers report an improved quality of life, and 55% are accessing financial services for the very first time. The work is real. The scale is real. You will report directly to the Telesales Team Lead. [https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/ce5b9584-d542-4593-b7a9-bd93a562d478/image.png] WHAT MAKES THIS ROLE DIFFERENT Most Telesales roles put you on the phone to move volume. Here, you're part of something more deliberate. Our customers aren't just numbers — 70% use M-KOPA products to generate income. When you upsell well, you're not just hitting a target; you're expanding someone's financial toolkit. That context changes how the work feels. What You'll do - Drive upsell and cross-sell campaigns to existing customers, hitting and exceeding conversion targets through strong call technique, active listening, and well-timed closes - Build and maintain customer relationships through each interaction — handling concerns, managing objections, and leaving customers better informed and more loyal than before - Meet daily and weekly productivity benchmarks (talk time, call handling, accuracy) while keeping detailed records and feeding insights back to your Team Lead What You Need - An HND or Bachelor's degree in Business Management or a related field, plus at least 2 years of experience in a corporate environment — BPO or call centre background is a strong advantage - Genuine sales ability: you're results-oriented, resilient under pressure, and capable of turning a hesitant customer into a confident one - Clear, professional communication (verbal and written), solid MS Excel skills, and the kind of integrity that keeps customer trust intact even when targets are tight. The honest part This role is target-driven, and the expectations are real. Talk time matters. Conversion rates matter. If you thrive on measurable outcomes and want your effort to show up clearly in the numbers — this environment will suit you. If you need lots of autonomy and low accountability, it probably won't. WHY M-KOPA? At M-KOPA, we empower our people to own their careers through diverse development programs, coaching partnerships, and on-the-job training. We support individual journeys with family-friendly policies, prioritize well-being, and embrace flexibility. Join us in shaping the future of M-KOPA as we grow together. Explore more at m-kopa.com http://m-kopa.com. [https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/369018b8-cf9c-49c7-95f1-1d414482ba57/B13.png] Recognized four times by the Financial Times as one Africa's fastest growing companies (2022, 2023, 2024 and 202 ... (truncated, view full listing at source)